Mortgage advisor won't answer calls - what to do?

daleksec

We are in the process of selling our house and buying another. Both offers accepted late March. Both surveys done and solicitors seem to be making good progress but with some outstanding queries at both ends. So all going well except that our mortgage advisor will not answer my emails or phone calls.

We applied for a Santander mortage on 8th April. Loan £167,000 for house of £275,000. Advisor said she would contact us once a week to update, whether any progress or not. No contact from her since then except she rang me in reply to my email asking for an update after 10 days and asked for more salary proof. Since then I have emailed 5 days ago and yesterday, and left 3 phone messages (was told she is in the office but busy) but have had no email , phone call or other update.

I am feeling v frustrated and angry as am paying advisor, but am left with no idea what is going on. Wish I had applied directly now (went with Santander and advisor as quite high loan for salary), but there you go.

What shall I do? Am worried everything else will be ready for exchange of contracts but no mortgage. Shall I/can I start another mortgage application? I don't mind loosing the £99 I have paid mortgage advisor so far (another £150 due at end). Am worried that every day I wait for a reply from the advisor is another day lost if i have to start another mortgage application.

The advisor thought our application was fairly straightforward (husband secure job, good pay (my pay piddling) good credit history, low LTV), but I have lost confidence in her really. Any advice gratefully received.

Should I give up with this advisor/application?
Any suggestions how I can get her to reply?
Should I start another mortgage application direct? If so, any lenders who tend to be quicker?
Should I go with the mortgage advisor of the EA we are buying through (who offered us £1000 of house price if we used them)?

Should I just calm down and wait for an answer from Santander having got this rant of my chest........?

ACG

Where is your advisor based? Go into the office and demand to see them! The whole idea of a broker is to make your life easier and use their knowledge - shes actually causing you more work and stress!

Email her/the office saying if you dont receive a call today your going to be making a formal complaint at the lack of contact/updates and stress she is causing by not spending 5 minutes on the phone to you.

If shes not around then there should be someone who can chase up an update - an administrator, boss, colleague - someone! Alternatively, you call up santander directly and see if they will speak to you...

When everything is completed, i would actually dispute the fee yoru paying to them. £250 is a fairly low fee for advisors, but why would you pay to do more work than you would have done had you gone direct.

florence4

I think I would find another advisor. As ACG says, the whole point of a broker is to make your life easier!
My own broker submitted the mortgage application online within about an hour of getting the go-ahead from me, and had approval in another hour. That may be unusually quick, but 21 days is ridiculous by comparison!

shays_mum

Call & ask to speak to their manager?

shays_mum

I got 2 mortgages (BTL & remortgage) sorted within 3 weeks, this after hassle from one advisor at London & Country. Called in asked to speak to the manager was reassigned to a really fab bloke who sorted things out in super quick time.